Service design

To consistently deliver a valuable customer experience, you need to understand what underlying need your product or service actually satisfies.

Service design places the customer in the centre of the development process. Instead of gazing at our navels trying to guess what the customer likes, we interact with real people to understand what role your brand plays in their lives and what value they receive from your product or service.

Based on this qualitative insight, services are designed or improved while continuously tested, to ensure that what is delivered is also valued.

Discover, define, develop, deliver

There are many individual bits and pieces to service design thinking. However, by necessity service design is done specifically, never generally, and therefore trying to list in a logical order what is done where and when is an exercise in frustration.

Instead, our work follows a logical service design thinking process that moves from research to strategy and finally to execution.

Design audit

A visual review of your brand. Primarily the goal is to map the consistency or inconsistency of your presentation.

First impression

Provides as a result an unadultered view of your organisation from the customer’s perspective.

Discovery

A deep dive into your organisation, but done quickly. Provides a nuanced view of how the organisation sees itself and how customers see it. Is likely to pinpoint areas of concern that need to be addressed. Always includes a digital review on searchability and relevance.

Customer journey

Enganging real customers, we map their journey from need to satisfaction to understand the role that your brand / organisation / service plays in their lives.

Touchpoint mapping

Once we have mapped the customer journey, we turn inwards and map the touchpoints between the organisation and its customers as well as with other organisations and between departments.

Product / service concept and prototyping

Once you know what your customers’ lives look like, how your organisation acts and how it should look to customers to make sense to them, you can develop product and service concepts, to test them on actual customers. If the low fidelity prototypes / concepts work for customers we can move to higher fidelity prototypes or simply launch 1.0 versions in real life.